Community Visitors Scheme
(CVS)
Frequently Asked Questions
The Community Visitors Scheme (CVS) funds organisations to coordinate
volunteers to visit recipients of Australian Government subsidised aged care
services (residential and home care) who are socially isolated and whose quality
of life would be improved by friendship and companionship.
Auspices
How do you contact a CVS auspice? (1)
This may be arranged through liaison with the aged care service provider, contacting the
Department of Social Services or the CVS Network Member within their relevant State/Territory, by
phoning My Aged Care on 1800 200 422 or visiting My Aged Care (www.myagedcare.gov.au).
What resources are available to provide information about the CVS? (2)
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within these Frequently Asked Questions;
CVS Policy Guide; and
My Aged Care (www.myagedcare.gov.au) or call 1800 200 422
Who can access the CVS? (3)
The CVS is available to recipients of Australian Government subsidised residential aged care services
or Home Care Packages who have been identified by their aged care provider as at risk of isolation or
loneliness, whether for social or cultural reasons or because of disability. CVS visits are not available
to recipients of Home and Community Care (HACC) services.
Who is not eligible for CVS visits? (4)
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Anyone who is not in Australian Government subsidised residential aged care or receiving
Australian Government subsidised Home Care Packages; or
People who are receiving services under the Commonwealth Home and Community Care
(HACC) program.
What is the target group for the CVS? (5)
The target group of the CVS include people:
 who do not have regular and reasonably frequent contact with friends or relatives;
 who do not have contact with friends or relatives on a one on one basis;
 whose quality of life is not enhanced by the visits they currently receive;
 who feel very isolated and lonely and would benefit from contact;
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whose frailty or mobility or communication impairments prevent them from participating in
social or leisure opportunities;
who are socially isolated or at risk of being socially isolated, which tends to be more
prevalent in some special needs groups
Who delivers the CVS? (6)
The Australian Government funds organisations to recruit and train volunteer visitors. These are
referred to as CVS auspices.
How does an organisation become a CVS auspice? (7)
To become a CVS auspice, organisations apply through a competitive funding process conducted by
the Department of Social Services (DSS) towards the end of each funding period.
Information on funding processes are available on the DSS website (www.dss.gov.au).
How are CVS auspices funded? (8)
The Australian Government engages auspices through Funding Agreements to administer the CVS
programme. Auspices receive funding for each ‘Active Visitor’ (this equals 1 volunteer attending at
least 20 visits per year or equivalent).
What types of visits are available under the CVS? (9)
There are three types of visits:
1. A one on one visit by a volunteer visitor to a care recipient in an Australian Government
subsidised residential aged care home;
2. A one on one visit by a volunteer visitor to a care recipient of a Home Care Package in their
home; or
3. A group visit that consists of two or more care recipients at the same time, in an Australian
Government subsidised aged care home.
CVS auspices may provide one or more of these types of CVS visits. CVS auspices should refer to
details of the types and number of visits (represented as funded volunteer places) included in
Annexure A of their CVS Funding Agreement.
It is important to note that CVS visits are not available to recipients of Home and Community Care
(HACC) services.
How are socially isolated aged care recipients identified for visits? (10)
The aged care service provider refers care recipients who do not have quality contact with friends or
relatives from outside their home/residential aged care home and/or who experience isolation from
their culture or heritage, to a CVS auspice in their area. The CVS auspice then works with the aged
care service provider to match care recipients with CVS volunteers.
Can volunteer visitors from different CVS auspices visit care recipients in the one
aged care home? (11)
Yes. CVS auspices are encouraged to coordinate with aged care providers when there is demand for
visitors from multiple auspices within the aged care home. Demand for services being appropriately
met and appropriate client matching should remain the highest priority for aged care providers and
auspices.
What procedures should be used if a care recipient is unable to receive the visitor?
(12)
Volunteer visitors need to work within the internal processes stipulated by their auspices, however,
these processes could include procedures such as contacting the care recipient on the day of the
visit to confirm that the visit can take place.
How do CVS auspices report on visitors who attend the home of a home care
package recipient but the person is unable to receive the visitor due to
circumstances outside their control? (13)
Where all due process has been undertaken in making the visit, CVS auspices would report this as a
visit within their performance reporting, as it is understood that the intention to meet with the care
recipient remained representatives, and their families. Family members requesting assistance with
advocacy should be referred to the National Aged Care Advocacy Program (NACAP). There is a
NACAP organisation in each state and territory, with two in the NT. Further information on NACAP
can be found on the DSS website.
What should a volunteer do if the care recipient is unhappy with their care and
asks them to advocate for them? (14)
It is not the role of a Volunteer visitor to advocate for the care recipient. The visitor should notify
their CVS auspice coordinator of the situation. The visitor may also advise the resident or family of
advocacy services available to the care recipient.
The Australian Government provides funding for the NACAP. The NACAP provides free, independent
and confidential, advice and advocacy to care recipients or potential care recipients of Australian
Government subsidised aged care. Advocacy services are available to all care recipients of Australian
Government-funded aged care, their representatives, and their families. Family members requesting
assistance with advocacy should be referred to the NACAP. There is a NACAP organisation in each
state and territory, with two in the NT. Further information on NACAP can be found on the DSS
website.
What if an aged care home will not let volunteers in to visit? (15)
Where a care recipient has been identified by an aged care home as eligible to receive a volunteer
visitor, the residential aged care home may be in breach of their legislated responsibilities if they
were to refuse to allow a volunteer visitor to have access to the home (Aged Care Principles 1997,
User Rights Principles 2014, Part 2, Division 2, Section 8). However under some circumstances
access may be denied for legitimate reasons such as ‘lock down’ of the home due to a
Gastroenteritis outbreak. In these circumstances a phone call to the resident to ‘stay in touch’ may
be more appropriate and can be deemed as an actual visit for reporting purposes.
Do aged care service providers have to notify volunteer visitors if their care
recipient passes away? (16)
No. While it is not a requirement that aged care service providers notify volunteers when their care
recipient passes away, the provider should afford it as a very high priority. The Department highly
recommends that volunteers are notified through their CVS auspice, if their care recipient has
passed away or becomes seriously ill. It is recommended that service providers develop a
communication strategy to ensure that staff are aware of the need to notify the CVS auspice
coordinator or visitor of a change in the status of the care recipient, as the member of staff with the
CVS liaison role may not be on duty at the time.
Good communication and relationships with aged care providers and their staff may assist with the
notification of visitors in this situation.
What can a Community Visitor grant be used for? (17)
A Community Visitor grant is intend to cover the following types of costs: CVS auspice coordinator
salary, reimbursement of volunteer police checks, recruitment, training/orientation costs and
sometimes travel reimbursements.
CVS funded organisations must use this funding solely for CVS activity and in accordance with the
Funding Agreement. Further information on the use of government funds can be found at the
financial provisions/funding section of the Terms and Conditions for Standard Funding Agreement.
Grants may not be used for:
 ongoing/excessive establishment costs;
 underwriting deficits;
 construction costs;
 travel outside Australia;
 expenses related to other programs, grant monies or general operations of the organisation
not specifically relating to CVS;
 acquisition of major equipment, eg. vehicles; and
 loans.
Approval must be sought from the Department of Social Services CVS team for costs associated with
further establishment of an auspice.
Can CVS auspices reimburse volunteer visitor expenses? (18)
CVS auspices should develop an expense reimbursement policy. Each auspices may or may not
choose to reimburse all, some or none of volunteer visitor expenses. Volunteer visitors should be
made aware of the policy during orientation and before commencing any visits.
General guidelines that should be considered by auspices in deciding to reimburse all or some out of
pocket expenses for volunteer visitors include:
 auspices should budget for expense reimbursement within their total grant; and
 expense reimbursement procedures must be included in the Policy and Procedures Manual
required of all CVS auspices.
What happens if a CVS auspice ceases operation? (19)
If a CVS auspice ceases operation during their Funding Agreement period, the auspice should advise
the Department at the earliest convenience.
What happens to allocated places if an auspice ceases operation? (20)
The relinquished places will be offered to auspices within the same planning region which have met
reporting requirements. The Department of Social Services will undertake an expression of interest
process inviting existing auspices operating within the same Aged Care Planning Region to apply for
the available places.
Do CVS auspices need procedures? (21)
All auspices are required to develop and maintain internal policies and procedures. These policies
and procedures must be readily accessible by CVS staff and volunteers.
The format of the information is at the discretion of the auspice but may include, and not be limited
to, the following:
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CVS auspice code of conduct;
CVS auspice, coordinator and volunteer role and responsibilities;
procedure for contact between CVS auspice coordinators or volunteer visitors and providers
of aged care services;
volunteer visitor selection and matching;
volunteer visitor training and support;
procedures for maintaining records of referrals, matches, waiting lists, community visits;
dispute resolution;
occupational health and safety; and
financial management procedures, including grant acquittal and volunteer visitor
reimbursement.
Do all volunteers require a police check (National Criminal History Record Checks)?
(22)
Yes. All volunteers over 18 year of age require police checks before they begin to visit a resident.
This is in accordance with Section 13.9 of the Community Visitors Grant Principles 1997.
While police checks do not have an expiry date, the national crime check stipulates that these must
be updated every three years for all volunteers who work in government-funded or supported agedcare facilities, including through the Community Visitors Scheme. Further information can be found
on the National Crime Check website.
The CVS auspice is responsible for organising police checks and appropriate funding is provided for
this through grant funding. The auspice should notify the aged care provider that the police check
has been undertaken. The aged care provider is not required to view the original police check.
Volunteers assessed by their CVS auspice as suitable to undertake visits are to be provided with a
letter confirming a police check has been undertaken and the volunteer is suitable to visit the aged
care recipient. A new letter must be provided to the CVS volunteer when their police checks are
renewed.
When police check letters are received by aged care providers from volunteer visitors they should be
kept on file to demonstrate that the auspice has met the requirements of Australian Government
aged care legislation in relation to the police checks and the related record-keeping requirements.
Additional clarification regarding police check requirements can be obtained by emailing the Police
Check inbox.
Do volunteers require any other documents in addition to police checks? (23)
No, not usually. Statutory declarations are generally only required in addition to police checks in two
instances:
 for essential new staff and volunteers who have applied for, but not yet received, a police
certificate but wish to commence visiting; and
 for any staff or volunteers who have been a citizen or permanent resident of a country other
than Australia after the age of 16.
In these two instances, a volunteer can sign a statutory declaration stating that they have never, in
Australia or another country, been convicted of murder or sexual assault, or convicted of and
sentenced to imprisonment for any other form of assault.
How old does a person have to be to become a CVS volunteer? (24)
While the CVS Policy Guide does not state a specific age requirement, the Department of Social
Services does not recommend that volunteers are under the age of 18 years.
What training is required for CVS volunteers? (25)
As part of internal procedures, CVS auspices should provide volunteer visitors with a basic
training/orientation to ensure they can confidently take on their role and are clearly aware of their
obligations/responsibilities. The orientation/training could include an overview of the CVS and the
aged care system, the role of visitors, the rights of visitors and care recipients, duty of care, loss and
grief, administration requirements associated with being a visitor, code of conduct and occupational
health and safety issues.
Volunteers of the auspice should not be considered direct volunteers or staff of aged care services.
Therefore they are not required to undertake any additional training from the aged care service
provider in order to undertake visits. CVS volunteers should be treated by aged care service
providers similar to those considered as a friend or family member visiting to provide companionship
to the care recipient.
What insurance coverage do CVS auspices need? (26)
For auspices delivering one on one visits to care recipients in aged care homes, please refer to clause
9.3 of the Department of Health and Ageing Terms and Conditions for Standard Funding Agreement.
For auspices delivering group visits to care recipients in aged care homes or one on one visits to
Home Care Package recipients, please refer to clause 21 of the Department of Social Services Terms
and Conditions for Standard Funding Agreement.
Some of my volunteers are outside the age limit of the CVS auspice insurance
coverage, does this mean they cannot visit? (27)
The Department is not in a position to provide advice to funding recipients on their particular
insurance needs, policies and cover. These are matters that must be negotiated by individual
auspices and their insurance body. If all parties are aware of the limited insurance coverage and
associated risks, it is at the discretion of the CVS auspice to allow these individuals to continue to
volunteer.
When can CVS auspices use the CVS Logo and Tag line? (28)
The CVS Logo can be used on all publications related to the CVS. Whenever the logo is used, the
publication or promotional material should also acknowledge the Department of Social Services as
follows – “This initiative is funded by the Australian Government Department of Social Services”.
CVS auspices are encouraged to submit any further queries relating to CVS branding and the CVS
logo to the Department of Social Services CVS Policy Team at cvs@dss.gov.au.
How long are CVS auspices required to keep records relating to Funding
Agreements? (29)
For auspices delivering one on one visits to care recipients in aged care homes, please refer to clause
2.2 of the Department of Health and Ageing Terms and Conditions for Standard Funding Agreement.
For auspices delivering group visits to care recipients in aged care homes or one on one visits to
Home Care Package recipients, please refer to clause 5 of the Department of Social Services Terms
and Conditions for Standard Funding Agreement.
Who can access personal information? (30)
Access to personal information should be restricted to persons who require access to comply with
their obligations under the CVS, generally only the CVS auspice coordinator and or visitors will
require access.
Organisations are required to comply with the Privacy Act 1988, including 2014 amendments.
Why are CVS auspices allocated Aged Care Planning Regions? (31)
Funding has been allocated to CVS auspices across Aged Care Planning Regions to ensure that the
CVS reaches care recipients across Australia, including metropolitan, rural and remote regions.
In determining how places were allocated across regions, the Department uses data on current aged
care places and projected allocations for residential aged care places and home care packages.
Are CVS auspices allocated specific aged care facilities/providers across Aged Care
Planning Regions? (32)
No. The 2013-2016 CVS Funding Agreements only allocate places by Aged Care Planning Regions and
do not allocate specific aged care homes or providers to auspices. The Department of Social Services
does not prescribe sole provider arrangements between auspices and homes/providers.
Details of places allocated across Aged Care Planning Regions for auspices delivering one on one
visits to care recipients in aged care homes can be found at Annexure A of the Standard Funding
Agreement.
Details of places allocated across Aged Care Planning Regions for auspices delivering group visits to
care recipients in aged care homes or one on one visits to Home Care Package recipients can be
found at Annexure B for Standard Funding Agreement.
Where do you find information on Aged Care Planning Regions and providers
operating within these regions? (33)
There is an overview of the Aged Care Planning Regions available on the DSS website.
Information about the aged care service providers in an aged care planning region/s is downloadable
on the DSS website.
Can volunteer visitors visit care recipients outside their specified Aged Care
Planning Region? (34)
Yes. As long as the CVS auspice is making every effort to target their visits within their Aged Care
Planning Region to meet their minimum KPI.
What reporting is required under CVS? (35)
CVS reports are due as per dates specified in Item F Milestones/Reporting Requirements/Payment
schedule of the CVS auspice’s Funding Agreement 2013-2016.
What should be included in the Performance Report? (36)
CVS auspices must use the Performance Report template provided at Annexure D of the Funding
Agreement. Templates can also be obtained by email a request to cvs@dss.gov.au.
What if the CVS auspice cannot submit their report by the due date? (37)
Contact the DSS CVS team at cvs@dss.gov.au as soon as possible to discuss the situation/seek an
extension.
Is there a tool to assist CVS auspices to collect data for reporting purposes? (38)
The Department of Social Services has developed a CVS Performance Reporting Calculation Tool
which is an operational tool that may be used to assist CVS auspices to record their data, and
undertake calculations for reporting purposes. An instruction sheet is included to provide guidance
on how to use the tool. The Department does not mandate the use of this tool. Auspices may wish
to use this tool or develop their own. This tool does not form part of the Performance Report
template required under the Funding Agreement.
How do CVS auspices submit their Reports? (39)
Performance Reports (which include Financial Reports) need to be submitted electronically to:
cvs@dss.gov.au.
Do CVS auspices need to submit invoices? (40)
No. CVS auspices are no longer required to submit invoices. Under the new funding system,
'Recipient Created Tax Invoices' are generated by the Department of Social Services and sent to
auspices at the time of payment.
Do CVS auspices have to sign the Performance Report Declaration and submit it in
hardcopy? (41)
No. The Department of Social Services only requires electronic copies of this report. CVS auspices are
not required to print, sign and submit in hardcopy the Performance Report Declaration. By
completing this form electronically, and emailing it with the Performance Report, auspices are
certifying that the information contained in the report is true and correct.
What are the Performance Indicators? (42)
CVS Funding Agreements require auspices to meet three Performance Indicators as per Item B
within the Standard Funding Agreement. These are:
1. Active visitor percentage achieved
2. Percentage of active visitors for relevant special needs group/s
3. Percentage of aged care providers in relevant aged care planning region/s participating
during the reporting period (ie. where care recipients receive visits from volunteer visitors).
How do CVS auspices report on the Performance Indicators? (43)
The CVS Performance Reporting template allows for collection of additional information in line with
the Performance Indicators in the Funding Agreements (Item B). These Performance Indicators
include specific targets that have been negotiated between CVS auspices and the Department of
Social Services.
Why is there a Performance Indicator on Active Visitor percentage? (44)
CVS auspices receive funding based on their allocation of Active Visitor places. This Performance
Indicator is intended to demonstrate that auspices are achieving their objective of ensuring their
volunteer visitors are active as per the funding allocation (ie visiting their care recipient at least 20
times over a 12 month period or equivalent).
What components are considered in determining an auspices Active Visitor
percentage? (45)
The Active Visitor percentage is made up of four components:
1. Active Visitors that met requirements;
2. New Active Visitors and/or care recipients;
3. Active Visitors where there were exceptional circumstances; and
4. Aggregated number of Active Visitors where visits are below minimum and the visitor does
not fall into any of the other above categories.
How do CVS auspices calculate their Active Visitors? (46)
This percentage is calculated by determining what percentage of volunteer visitors within the CVS
auspice has achieved Active Visitor status (20 or more visits to one care recipient or one group of
care recipients in a financial year).
How do CVS auspices report on a match that commences partway through a year
(new match for visitor and/or care recipient/s)? (47)
This percentage is calculated by determining the number of visits that occurred over the number of
months visited. A visitor would be expected to conduct 1.6 visits on average per month to be
considered an Active Visitor.
Can active visitors be split between two volunteers (i.e. 2 x volunteers, 10 visits per
year each)? (48)
Yes.
What if a visitor can’t complete the required number of visits due to exceptional
circumstances? (49)
There may be situations where the visitor does not complete the required number of visits through
unforseen (exceptional) circumstances. Examples of exceptional circumstances may include:
 aged care home in lock down;
 care recipient or volunteer visitor passed away;
 care recipient transferred out of area;
 care recipient in transition care, hospitalised or ill;
 care recipient withdrew from the programme;
 volunteer visitor experience ill health;
 volunteer visitor had other caring/family commitments;
 volunteer visitor on leave/holiday.
Sufficient information (such as periods of non-visiting) must be provided to support the comments,
including action taken to remedy the situation. CVS auspices are encouraged to submit further
queries regarding situations that may be ‘exceptional’ to the CVS inbox at cvs@dss.gov.au.
How do CVS auspices report on visitors who are not able to achieve Active Visitor
status and don’t meet any other criteria? (50)
The Department of Social Services acknowledges the efforts of visitors who have not been able to
achieve an ‘Active’ status.
Where visitors have not met 20 visits in one year or did not fit one of the exceptional circumstance
criteria, the number of their completed visits are added together and divided by 20 (10 for six month
reporting period) to give an aggregated visitor number. The aggregated number is then added to the
total Active Visitor number.
For example, if a CVS auspice had three non-active visitors who had completed 13, 5 and 10 visits
respectively, their aggregated number would be 1.4 (13+5+10=28, 28/20=1.4).
If a CVS auspice may not meet or did not meet 90% of its allocated number of
Active Visitors. What will happen? (51)
The Department of Social Services classifies an Active Visitor percentage of 90% or less as low. The
written report should include reasons why the active visitor rate is low and actions that the
organisation has taken to increase active visitor numbers. Should an auspice be concerned about
their active visitor percentages they should contact the Department at cvs@dss.gov.au.
Is there a tool that CVS auspices can use to determine their overall Active Visitor
percentage rate? (52)
CVS auspices may wish to use the optional CVS Performance Reporting Calculation Tool (refer to
Q38).
Why is there a Performance Indicator on special needs groups? (53)
The CVS Funding Agreements include a Performance Indicator that requires CVS auspices to direct a
percentage of their visits to people with special needs. The list of people with special needs as
defined within Section 11.3 of the Aged Care Act 1997 is included in the CVS Policy Guide 2013-2016.
This indicator seeks to ensure that CVS auspices are delivering a proportion (as agreed to in their
Funding Agreement) of their volunteer visitors to people who are socially isolated as a result of their
life experiences, background, location or culture.
How do CVS auspices report against the Performance Indicator relating to special
needs groups? (54)
This percentage is calculated by determining the number of care recipients who have identified as
being from a special needs group over the total number of care recipients visited as part of the CVS.
What happens if a CVS auspice is having difficulty meeting their performance target
of providing a percentage of their visits to people with special needs? (55)
There is recognition that many people from special needs groups are reluctant to disclose this
information due to privacy reasons, and aged care recipients and aged care service providers may
not wish to disclose sensitive information such as being considered part of a special needs group.
The Department of Social Services acknowledges that this may impact on a CVS auspice's ability to
meet the agreed target. Where a CVS auspice does not meet this performance target due to the
disclosure issues, the situation will be reviewed by the Department. However, the Department must
be satisfied that the CVS auspice has made every effort to meet their target, through information
provided in an auspice’s Performance Report that demonstrates the use of appropriate strategies
and tools. CVS auspices are required to report on methods used to increase their ability to reach the
target in the future.
Where can I find more information about special needs groups? (56)
Further detail, including definition of particular special needs groups can be found in the Section on
Special Needs Groups.
Why is there a Performance Indicator on Aged Care Planning Regions? (57)
Funding has been allocated to CVS auspices across Aged Care Planning Regions.
This indicator seeks to ensure auspices are demonstrating they are focusing visits to care recipients
within the Aged Care Planning Region(s) in which they were allocated volunteer visitor places.
How do CVS auspices find out which Aged Care Planning Region they have been
allocated? (58)
The Aged Care Planning Region(s) within which services are to be provided for auspices delivering
one on one visits to care recipients in aged care homes can be found at Annexure A of the Standard
Funding Agreement.
The Aged Care Planning Region(s) within which services are to be provided for auspices delivering
group visits to care recipients in aged care homes or one on one visits to Home Care Package
recipients can be found at Annexure B of the Standard Funding Agreement.
There is an overview of Aged Care Planning Regions on the DSS website.
How do CVS auspices report against the Performance Indicator relating to Aged
Care Planning Regions for one on one visits to residential aged care recipients? (59)
This percentage is calculated by determining the number of aged care homes visited over the
number of Australian Government subsidised aged care homes within the respective Aged Care
Planning Region(s).
Information about the aged care service providers in an aged care planning region/s is located on
the DSS website.
In order to identify residential aged care homes, CVS auspices are required to scroll to ‘Files for
download' by state or territory, select excel file, filter the functions in the blue header to locate the
Aged Care Planning Region/s then filter residential aged care homes.
For example, a CVS auspice who has been allocated five CVS places, and whose volunteers visit five
different aged care homes within an Aged Care Planning Region that has 10 Australian Government
subsidised aged care homes would report a KPI percentage of 5/10 = 50% achievement on this
target.
How do CVS auspices report against the Performance Indicator relating to Aged
Care Planning Regions for group visits to residential aged care recipients? (60)
This percentage is calculated by determining the number of aged care homes visited over the
number of Australian Government subsidised aged care homes within that Aged Care Planning
Region.
Information about the residential aged care service providers in your aged care planning region/s is
located on the DSS website.
In order to identify residential aged care homes, CVS auspices are required to scroll to ‘Files for
download' by state or territory, select excel file, filter the functions in the blue header to locate the
Aged Care Planning Region/s then filter residential aged care homes.
For example, a CVS auspice that has been allocated five CVS group places, is located in an Aged Care
Planning Region that has 50 service providers and provides visitors to five of these providers would
have a KPI percentage of 5/50 = 10% achievement on this target.
How do CVS auspices report against the Performance Indicator relating to Aged
Care Planning Regions for one on one visits to recipients of Home Care Packages?
(61)
This percentage is calculated by determining the number of Home Care Package recipients visited
over the number of Australian Government subsidised Home Care Package service providers within
the respective Aged Care Planning Region(s).
Information about the Home Care Package service providers in your aged care planning region/s is
located on the DSS website.
In order to identify Home Care Package service providers, CVS auspices are required to scroll to ‘Files
for download' by state or territory, select excel file, filter the functions in the blue header to locate
the Aged Care Planning Region/s then filter Home Care Package service providers (identified in the
table as community, EACH Dementia and Extended Aged Care at Home).
For example, a CVS auspice that has been allocated 20 CVS home care places, is located in an Aged
Care Planning Region that has 10 service providers and provides visitors to all of these providers
would have a KPI percentage of 10/10 = 100% achievement on this target.
Where can I find more information about Aged Care Planning Regions? (62)
Further detail on Aged Care Planning Regions can be found in the Section on Aged Care Planning
regions.
Can an aged care recipient request a CVS visitor with similar background or life
experiences? (63)
The CVS program aims to match an aged care recipient to a suitable volunteer visitor. A Resident
Profile Form has been developed to collect information on an aged care recipient in order to better
match a visitor. The form can be used by auspices to collect information from aged care service
providers about care recipients. This form helps to identify any preferences a care recipient might
have in terms of the visitor they might be matched with, including gender, age range, or from a
specific cultural or other diverse background. This is an optional form. Auspices are welcome to use
their own form if they wish.
Do aged care service providers need to arrange a police check for volunteer
visitors? (64)
No. The CVS auspice is responsible for organising a police check for all volunteers over 18 years of
age before they begin to visit a care recipient, and these checks must be renewed every three years.
This is a requirement under the legislation.
What action or notification should occur if a care recipient who has been matched
with a visitor passes away or becomes seriously ill? (65)
The aged care service provider should make it a very high priority to advise volunteers, preferably
through their CVS auspice when a care recipient in the CVS programme has passed away or becomes
seriously ill. Should the service provider be unable to contact the CVS auspice coordinator, the visitor
should be contacted. The visitor should be made aware of the care recipient’s situation as soon as
possible to take into consideration alternative arrangements. If the care recipient passes away, the
CVS auspice should provide support to assist the visitor to deal with the loss of their friend (including
attending the funeral service, if required).
Does the Department of Social Services collect information on volunteers or care
recipients? (66)
No. While CVS auspices receive personal information from aged care service providers (on the
Resident Profile Form or similar), this information is not provided to the Department of Social
Services through reporting requirements of individual CVS auspices.
What are the obligations of aged care service providers in the CVS? (68)
Aged care providers must foster effective working relationships with CVS auspices. Aged care
providers are responsible for identifying care recipients who may benefit from receiving a volunteer
visitor, making referrals to an auspice working in their area and being welcoming, encouraging and
supportive to volunteer visitors.
Can an aged care home refuse to allow visitors into their premises? (69)
Volunteer visitors should be treated in a similar manner to a family member or good friend who is
coming to provide companionship to the care recipient on a casual basis.
In accordance with the User Rights Principles 1997, managers of Australian Government subsidised
aged care homes are responsible for identifying care recipients who may benefit from receiving a
volunteer visitor, making referrals to a CVS auspice supporting their area and being welcoming,
encouraging and supportive to volunteer visitors. Where a care recipient has been assessed by an
aged care home as eligible to receive a volunteer visitor the residential aged care service provider
may be in breach of their legislated responsibilities if they were to refuse to allow a volunteer visitor
to have access to the residential care service. (Reference - Aged Care Principles 1997, Part 2, Division
3, 23.10)
How does a person become a volunteer visitor? (76)
Anyone interested in becoming a visitor should contact an auspice in their area (details can be found
by contacting the CVS Network Member).
The CVS auspice coordinator will assess the person’s suitability for the role of visitor. This will include
the requirement that they undergo a National Criminal History Record Check (commonly known as a
"police check"). The Coordinator will explain what is expected of a volunteer visitor and ask for some
personal details for their records. The Coordinator may also ask some questions, or ask the
prospective visitor to complete a questionnaire on their interests and background. This will assist in
matching them with an aged care recipient. The Coordinator will also explain the administrative
procedures involved in being a volunteer visitor.
How many care recipients do volunteer visitors visit? (77)
This may be dependent on the individual auspice’s policy. The number of care recipients to be
visited should be agreed with the CVS auspice coordinator before visits commence.
If a volunteer visitor is conducting one on one visits in aged care homes, they must have the
agreement of their CVS auspice coordinator to visit more than one care recipient. Some care
recipients need to feel that their visitor is "theirs". The coordinator may arrange for the volunteer
visitor to visit a care recipient at another home if they would like to visit more than one care
recipient.
Volunteer visitors who visit home care recipients in their own homes may have capacity and wish to
visit more than one person. The volunteer visitor should discuss this with their CVS auspice
coordinator. It is important that these visits are undertaken on a one on one basis with individual
care recipients.
If a volunteer visitor is conducting group visits within an aged care home, they will be visiting groups
of two people or more at a single time.
What if a face to face visit is not possible? (79)
Volunteers are required to work within the processes set by their auspice. When a face-to-face visit
is not possible for a one on one visit, a letter, card or phone call may be considered to be reasonable
contact. However, ongoing reduced frequency visits are not acceptable and would not qualify the
volunteer as an active visitor.
Short periods of reduced visiting frequency by the volunteer for reasons such as exams, holidays or
increased work or family commitments are acceptable and may still be counted as "active", provided
it is clear that the volunteer has every intention of continuing the relationship with the care
recipient.
What if a care recipient goes into hospital or transition care? (80)
A visitor may wish to continue to visit a person while they are in hospital or transition care. Where
possible, visits should continue to be conducted as this companionship is of benefit to both the care
recipient and visitor.
What is the appropriate action to undertake in receiving or giving gifts? (81)
Volunteer visitors should be made aware of potential risks associated with receiving gifts
inappropriately from aged care recipients without offending the care recipient. Gifts of any
commercial or sentimental value may create conflict with family members and may on some
occasions be regretted or denied by an aged care recipient. Volunteer visitors should be instructed
to discuss situations involving gifts of significance with their CVS auspice coordinator and in almost
all circumstances, these gifts ought not to be accepted.
Giving gifts may be appropriate, but care must be taken not to offend families and significant others.
It is best for volunteers who wish to give gifts to their matched friends to limit them to small items
such as cards, flowers, small clothing items or photographs.
What rights does a volunteer visitor have? (82)
A volunteer visitor has the right to clear guidance on their role and responsibility and appropriate
training to ensure they are comfortable in delivering their visiting role. They also have the right to
receive ongoing support by the CVS auspice and the ability to raise concerns or issues freely and
openly.
What are the responsibilities of a volunteer visitor? (83)
A volunteer visitor has the responsibility to:
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work within the policies and procedures set out by the auspice;
visit a designated recipient of aged care services on a regular basis (at least once a fortnight),
the purposes of which may include:
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o companionship and friendship;
o increasing care recipient involvement in social activities and community affairs;
provide assistance with small tasks that might be done by a friend or neighbour such as
posting a letter;
provide a record of the dates of visits to the CVS auspice coordinator;
respect the rights of CVS participants including confidentiality and privacy;
exercise a duty of care at all times;
inform the CVS auspice coordinator if they are experiencing any difficulties with visiting;
notify the CVS auspice coordinator of any accident or incident that occurs whilst visiting;
report unsafe visiting environments;
notify the CVS auspice coordinator if there is an intention to cease visiting on a temporary or
permanent basis; and
inform the CVS auspice coordinator if they wish to stop visiting a particular care recipient.
What can’t a volunteer visitor do? (84)
The role as a volunteer visitor is simply to be a friend to the care recipient. Volunteer visitors may
provide assistance with day-to-day tasks, such as mailing letters, if they wish to and if this is
appropriate. This sort of assistance should only be such as a friend would give, and only if the visitor
is comfortable to assist.
There are some activities that volunteer visitors must not undertake. This includes:
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being responsible for monitoring standards of care provided by the aged care service;
becoming involved in the financial affairs of any care recipient;
having access to a care recipient’s personal or care records;
displacing personal relationships established between the care recipient and staff, or
residents and existing social networks;
providing nursing and personal care to the care recipient;
interfering or having any involvement in the day-to-day running of the aged care service;
replacing nursing, activities or therapy staff; or
being involved in investigating or following up complaints.
If a volunteer visitor does become concerned about some aspect of a care recipient’s care, they
should seek advice from their CVS auspice coordinator.
What Duty of Care principles should be applied as a volunteer visitor? (85)
Aged care service providers have a "duty of care" to their care recipients. This means that they must
provide for the protection, care and general safety of the care recipient.
The volunteer visitor also has a "duty of care". This means that they must use their common-sense
when visiting a friend (care recipient), and exercise reasonable caution and care in any activities
undertaken together.
If a volunteer visitor is considering a new activity, or one that is more strenuous than usual, they
should speak to the aged care service provider. By doing this, and taking care when visiting the care
recipient, the visitor can be assured that all reasonable care is taken.
Each CVS auspice is required to take out all types and amounts of insurance necessary to cover their
obligations in relation to an Activity under their Funding Agreement. Visitors are encouraged to talk
to their CVS auspice coordinator about how the auspice’s insurance covers them.
How do volunteer visitors maintain privacy, confidentiality and dignity? (86)
The CVS auspice coordinators support volunteer visitors in understanding these concepts.
Confidentiality includes avoiding discussion of the personal details of the care recipient with other
visitors or the wider community. Privacy can include maintaining confidentiality and respecting the
care recipient’s right to control issues they consider to be personal. For example, a volunteer visitor
should respect the care recipient’s privacy while they are dressing, and respect the care recipient’s
right not to discuss issues they do not wish to.
Assisting in maintaining dignity includes supporting the care recipient in maintaining their selfesteem. Volunteer visitors should act in a way that supports a care recipient’s self-esteem. For
example, ask if the care recipient would like assistance with a task before stepping in to help.
What administration arrangements are involved in being a volunteer visitor? (87)
There are a small number of administrative requirements involved in being a volunteer visitor.
Before being accepted as a volunteer visitor, a person must first undergo a National Criminal History
Record Check to access their suitability to be a volunteer and visit aged care recipients.
A person assessed as suitable will need to enter into an agreement to become a visitor operating
under a CVS auspice. The CVS auspice is responsible for determining the type of agreement
required. It is recommended that this agreement is in place before the volunteer visitor’s
commence. It simply formalises their commitment to visiting a care recipient and ensures the
volunteer understands their expected role and responsibilities under the CVS.
Volunteer visitors need to record/report their visits to the CVS auspice coordinator. The visitor is
required to let their coordinator know if an accident or incident occurs while they are visiting a care
recipient, or if they have any concerns.
What expenses can be reimbursed as part of the volunteer visitor role? (88)
Reimbursement of expenses is at the discretion of the CVS auspice. CVS auspices may or may not
choose to reimburse all, some or none of volunteer visitor expenses.
CVS auspices should clearly stipulate their policy around reimbursements within their policies and
procedure manuals. It is also recommended that CVS auspices clearly explain this policy to
volunteers before they commence.
What happens if a care recipient passes away? (89)
Aged care service providers are encouraged where possible, to inform the CVS auspice coordinator if
the care recipient passes away or has a major change in their health (e.g. need to be hospitalised
and will be away from the home for a time). The coordinator will help the visitor to deal with the loss
in their own way, and will provide support at this difficult time. The coordinator understands that a
visitor may require some time before they consider meeting a new care recipient. The volunteer
visitor can request that their coordinator attend the funeral with them.
How do volunteer visitors deal with difficulties during the visit? (90)
If a volunteer visitor encounters any sort of difficulty while visiting, they should speak to the CVS
auspice coordinator. The coordinator will assist and provide information that can help.
Some care recipients may suffer from a deterioration of their health or abilities. Some care
recipients may have hearing or vision impairments, or may have difficulty with language and
memory skills. Some conditions, such as dementia, may manifest as behaviours which can require
patience and understanding. Sometimes the care recipient may not seem to recognise a volunteer
visitor, or may have difficulty in communicating with them. However, people who suffer from
cognitive difficulties derive great benefit from having a visitor.
The CVS auspice coordinator will be able to provide the volunteer visitor with advice on how to
relate to the care recipient and can provide ideas on how to enjoy their time together. The
coordinator can advise on how to deal with these conditions to ensure their visits are successful and
rewarding for both the visitor and the care recipient.
Do volunteer visitors need to be mindful of relationships with aged care providers
and their staff? (91)
Volunteer visitors will come into contact with a number of staff. People who care for frail older
people have a demanding, yet rewarding, job. They are dedicated people who work hard to provide
care in a homelike environment.
The staff of the aged care home should support volunteer visitors and welcome them to the home.
They can provide visitors with support in their role as required.
If volunteer visitors have concerns about the aged care provider’s staff, they should speak to their
CVS auspice coordinator.
What do volunteer visitors do if they wish to cease visiting? (92)
If a volunteer visitor intends to cease visiting, whether temporarily or permanently, they must let
their CVS auspice coordinator know as soon as possible. The coordinator can give advice on how to
end the relationship and attempt to arrange for another volunteer to visit the care recipient.
What constitutes a group visit in a residential aged care home? (93)
A group visit includes meeting with two or more care recipients not receiving one on one visits
through the CVS in the aged care home. Visits may be attended by one or more volunteer visitors.
Group visit places are allocated by visit, not by number of care recipients participating in the visit.
Group visits in residential aged care homes are intended to provide companionship within the aged
care home and extend the social network of socially isolated people. They are in addition to, and
must not be utilised to replace programmed or structured activities that are run by the aged care
home.
Who determines eligibility for a group visit? (94)
The aged care provider is responsible for determining which care recipients within their aged care
home could benefit from a group visit, and determining appropriateness of care recipients within
the same group.
How regular do visits need to be? (95)
An active group visit is defined as 20 or more visits to a specific group of care recipients in a financial
year
Can a care recipient who receives a one on one visit also be part of a group visit in
an aged care home? (96)
No. An aged care recipient may only receive either a one on one visit or be a part of a CVS group
visit.
Can a volunteer visitor undertake both group visits and one-on-one visits? (97)
Yes. But the CVS auspice must receive funding for both types of visits and these visits are not
conducted at the same time.
What happens when the visitor arrives but only one care recipient participates in
the group visit? (98)
If the visitor has confirmed the group visit with the aged care service provider, however when they
arrive, some of the care recipients are not able to attend due to circumstances outside of the
visitor’s control, the visit could continue with the one care recipient and be reported as a group visit.
If this occurs more frequently, consideration should be made to restructuring the group, or
considering an alternative option (eg. one on one visits).
How is a group visit reported? (99)
A group visit must be reported as a single visit, even if two visitors participate. It is up to the visitors
to determine who is responsible for reporting the visit.
What if a visitor is unable to make the group visit? (100)
It is important to maintain consistency with visitors to specific groups. However, in situations where
a visitor in unable to make the visit due to unforseen circumstances, the CVS auspice coordinator
may arrange for a substitute visitor to attend, in consultation with the original visitor. If it is not
possible to arrange a substitute, the coordinator should notify the aged care home that the group
visit would be cancelled on that occasion.
What happens if a group visit can’t be conducted, as a result of circumstances
within the aged care home? (101)
Volunteer visitors are encouraged to make contact with the residential aged care home on the day
to ensure a scheduled visit can be undertaken. If it is not possible to undertake the visit, the
volunteer visitor should postpone the visit to another date in consultation with the aged care home.
What action should be taken if the active visitor ratio for group visits is not
achievable but there is still a determined need for a one on one visit? (102)
If a CVS auspice can’t meet the active visitor ratio for group visits but still has a care recipient in need
of the visit, they should consult their CVS State or Territory Network Member to consider other
options. For example, another auspice within the same Aged Care Planning Region may be able to
meet the group or individual need, where places are available.
What should occur if a planned face to face visit to a Home Care Package recipient
is not possible? (103)
When a face to face visit is not possible a letter, card or phone call may be considered to be
reasonable contact. However, ongoing reduced frequency visits are not acceptable and would not
qualify the volunteer as an active visitor.
What action should a visitor take if a Home Care Package recipient does not
respond to a scheduled visit?(104)
In situations where a recipient does not respond to a scheduled visit, the volunteer visitor should
raise their concerns with the CVS auspice coordinator and/or service provider and have their
concerns documented.
Auspices may like to refer to the Guide for community care service providers on how to respond
when a community care client does not respond to a scheduled visit (the Guide). Used by service
providers to establish appropriate procedure for volunteer to follow. The Guide contains a set of
nationally consistent protocols, and can be used when developing the Service Provider’s own
policies and procedures to deal with non-response from a care recipient who was scheduled to
receive the service.
What action should be taken if a care recipient is unable to receive the visitor due
to circumstances outside their control? (105)
Visitors are encouraged to contact the care recipient on the day of the visit to confirm, as they
would if they were visiting a friend or family member. If, having confirmed the visit, a visitor travels
to a person’s home and the person is not able to receive the visitor, the visitor would report this as a
visit, due to the intention to meet with the care recipient
What action should the visitor take if they are concerned about an issue they
observe during a visit to a person’s home? (106)
If during the visit, a volunteer visitor becomes aware of issues that are potentially unsafe or
hazardous for the person, this should be reported to the CVS auspice. The CVS auspice is responsible
for notifying the provider.
What is the volunteer’s role in visiting a Home Care Package recipient? (107)
The volunteer is visiting to provide friendship and companionship. The visitor should not be
providing any services, care or assistance during their visit. The care recipient should not become
reliant on the visitor (ie running errands).
What if a care recipient doesn’t want a visitor to come anymore? (110)
The care recipient is encouraged to advise their visitor that they do not wish to continue the visits. If
uncomfortable with this suggestion, contact their service provider to inform them of this request.
Why are there special needs groups identified in the Aged Care Act 1997? (111)
Various population groups are recognised as ‘Special Needs’ groups under the
Aged Care Act 1997. The special needs status encourages aged care providers to recognise different
social, spiritual, cultural, psychological, physical, environmental and health care needs of individual
care recipients. Under the Aged Care Act 1997 these groups achieve priority access to community
and residential aged care.
What are the special needs groups as listed under the Aged Care Act 1997? (112)
The special needs groups as defined under the Aged Care Act 1997 include:
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people from Aboriginal and Torres Strait Islander communities;
people from culturally and linguistically diverse backgrounds;
people who live in rural or remote areas;
people who are financially or socially disadvantaged;
veterans;
people who are homeless or at risk of becoming homeless;
care-leavers (including Forgotten Australians, Former Child Migrants and
Stolen Generations);
parents separated from their children by forced adoption or removal; and
lesbian, gay, bisexual, transgender and intersex people.
An explanation of the new geographic classification that was used in the 2011 Census and details of
what the different geographic levels represent can be found on the ABS Website.
What is the definition of people from Aboriginal and Torres Strait Islander
communities? (113)
Aboriginal and Torres Strait Islander peoples are the first inhabitants of Australia.
The Australian Government defines an Aboriginal person as someone who:
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is of Aboriginal descent;
identifies as an Aboriginal person; and
is accepted as an Aboriginal person by the community in which he or she lives.
Aboriginal people comprise diverse Aboriginal nations, each have their own language and traditions
and have historically lived on mainland Australia, Tasmania or on many of the continent's offshore
islands.
Torres Strait Islander peoples come from the islands of the Torres Strait, between the tip of Cape
York in Queensland and Papua New Guinea. Torres Strait Islanders are of Melanesian origin with
their own distinct identity, history and cultural traditions. Many Torres Strait Islanders live on
mainland Australia.
The term 'Indigenous' is used to refer to both Aboriginal and Torres Strait Islander peoples.
More information can be found on the Australian Human Rights Commission's website.
What is the definition of rural or remote? (114)
The Department uses the geographic areas defined by the Australian Bureau of Statistics (ABS). The
Australian Statistical Geography Standard (ASGS) is the ABS’ new geographical framework, used to
classify metropolitan, regional and rural areas of Australia.
What is the definition of People from culturally and linguistically diverse (CALD)
backgrounds? (115)
The Australian Bureau of Statistics (ABS) defines CALD by three variables:
1. Country of birth
2. Language other than English spoken at home, and
3. English language proficiency.
In the Australian context, individuals from a CALD background are those who identify as having
specific cultural or linguistic affiliation by virtue of their place of birth, ancestry, ethnic origin,
religion, preferred language, or language spoken at home, or because of their parents identification
on a similar basis. For further information you may like to refer to the Guidelines for Emergency
Management in Culturally and Linguistically Diverse Communities.
What is the definition of people who live in rural or remote areas? (116)
Rural and remote Australia refers to those areas outside of major cities defined by a number of
different official geographical classifications. They are made up of many diverse settlements
including pastoral, farming, mining, tourism and Aboriginal and Torres Strait Islander communities,
which have different social and economic determinants of health. Further information on Rural on
Remote Health can be found on the Health Direct website.
The Department uses the geographic areas defined by the ABS. The Australian Statistical Geography
Standard (ASGS) is the Australian Bureau of Statistics' new geographical framework, used to classify
metropolitan, regional and rural areas of Australia. An explanation of the new geographic
classification that was used in the 2011 Census and details of what the different geographic levels
represent is available on the ABS Website.
What is the definition of people who are financially or socially disadvantaged?
(117)
People who are socioeconomically disadvantaged are those who are on low incomes who struggle to
supply themselves and their family with food, clothing and shelter. Most would be on social security
benefits. This group of people can include single-parent families, the sick, disabled and invalid
people, elderly people, the unemployed, the homeless, people who have been recently released
from jail or those who are recovering from a drug addiction.
More information about people who are socioeconomically disadvantaged can be found on the State
Library of NSW website.
What is the definition of Veterans? (118)
A veteran is a veteran of the Australian Defence Force or of an allied defence force or a spouse,
widow or widower of such a person. Further information can be found in the Veterans Entitlement
Act 1986.
What is the definition of people who are homeless or at risk of becoming
homeless? (119)
When a person does not have suitable accommodation alternatives they are considered homeless if
their current living arrangement:
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is in a dwelling that is inadequate; or
has no tenure, or if their initial tenure is short and not extendable; or
does not allow them to have control of, and access to space for social relations.
The ABS definition of homelessness is informed by an understanding of homelessness as
'home'lessness, not rooflessness. It emphasises the core elements of 'home' in Anglo American and
European interpretations of the meaning of home as identified in research evidence (Mallett, 2004).
These elements may include: a sense of security, stability, privacy, safety, and the ability to control
living space. Homelessness is therefore a lack of one or more of the elements that represent 'home'.
What is the definition of a care-leaver? (120)
A care leaver is a person who was in institutional care or other form of out-of-home care, including
foster care, as a child or youth (or both) at some time during the 20th century. This includes
Forgotten Australians, former child migrants and Stolen Generations. Institutional care refers to
residential care provided by a government or non-government organisation, including (but not
limited to) orphanages; children’s homes; industrial, training or farm schools; dormitory or group
cottage houses; juvenile detention centres; and mental health or disability facilities.
More information on Care Leavers can be found on the DSS website.
What is the definition of parents separated from their children by forced adoption
or removal? (121)
Anyone who identifies as being affected by a forced adoption or removal of a child.
What is the definition of lesbian, gay, bisexual, transgender and intersex people
(LGBTI)? (122)
Older people of all gender identities, sexual orientations, and/or intersex statuses should be able to
access care services that are appropriately responsive and respectful to their care needs, and
considerate of their history and experiences of discrimination and marginalisation.
People who are Lesbian, Gay, Bisexual, Transgender and/or Intersex (LGBTI) are considered a special
needs group within aged care legislation, based on previous experiences of discrimination and
limited recognition of their needs by service providers. LGBTI means lesbians, gay men, bisexual,
transgender and intersex people (including people who are perceived or imputed to be, or have in
the past lived as such).
What is the role of the state and territory CVS Network Members? (123)
The Department of Social Services provides a small amount of additional funding to seven CVS
auspices (combined NSW/ACT) to undertake the role of Network Member in their respective state or
territory. An additional auspice is also funded as a representative for people from culturally and
linguistically diverse (CALD) backgrounds.
CVS Network Members are appointed by auspices to represent the network of auspices in their state
and/or territory. The Network Members have responsibility for facilitating links between CVS
auspices and the Department of Social Services (DSS) to promote innovation and self-sufficiency
amongst CVS auspices, as well as providing an efficient and effective communication and
consultation mechanism between CVS auspices and DSS.
You can also contact your local CVS network member to find out which CVS auspices are operating in
your area. A list of the CVS Network Members can be found on the DSS website.